基于患者视角的门诊"多能岗"设置与实践

Setup and management of the multi-functional post for outpatients

简化门诊服务流程,提高服务效率,让患者在就诊过程中尽量少跑腿、少排队,可改善患者就医感受。作者介绍了医院通过门诊服务流程改进,设立门诊"多能岗"一站式综合服务中心,将门诊办公室服务窗口、医保办公室服务窗口、挂号收费窗口等部门集中整合,为患者提供一站式服务的管理实践。由此,优化了工作流程,为患者提供了舒适便捷的门诊综合性服务。

Simplified outpatient service flow and higher service efficiency can save back-and-forth trips and queuing time of outpatients and better their medical experience.The authors introduced the hospital′s experience in establishing a one-stop multi-functional outpatient service center.This center integrated such departments as outpatient office service,medical insurance office service,and registration&fee payment.Such a"multifunctional post"provided a one-stop service for the patients,hence optimizing the workflow for creating a convenient and fast outpatient service.